Pixelation & On Demand Issues

[Rabsaccount]

I’ve had pixelation on my TV channels for several months now, it was infrequent at first but now about every minute or so, particularly notable on Sky and BT Sports. Also if I try to watch any on demand or catch up service it fails after a few minutes with a network error which requires me to reset the box to clear. I’ve checked all of the cables, restarted the box, run all the diagnostics but nothings has fixed it. I don’t have any issues with the TV with my streaming services, no general network problems so it’s definitely related to the Virgin service. 

Any advice or does it seem likely the box needs replacing?

[japitts]

Sounds like you have 2 separate issues here, although the underlying cause could be the same.

Firstly, OnDemand & streaming uses the internet - TiVo boxes have an inbuilt 'net connection which can often fail without the user realising. Check the "heartbeat" light on the front-left of your box, and if it's ever flashing, that means the modem has failed. No net connection means no internet-based functions will work. You've not mentioned what the specific error code is, which might also help confirm this.

Second, pixellation on live TV... this is as good as anytime for my standard answer...

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If nothing's reported, assume VM don't know about your fault and ideally you'll need to call them.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service". Alternatively you can wait on here for staff to respond, which may take a day or so.

[Rabsaccount]

 

 

Thanks for the quick suggestions. 

When I try to watch CU or OD, it fails after 5-10 minutes. The heartbeat light starts to slowly flash green and then I get a message saying the show is temporarily unavailable and then when I hit ok I get a C130 network availability error. I either have to restart the box or else it seems to eventually correct itself. I’ve attached some screen shots. 

I’ve tried checking for reported local faults, there aren’t any. As I said, this has been going on for months. 

Thanks for your help. 

[japitts · Accepted solution]

C130 is a "connection lost" error in most cases, unless there's a TiVo platform issue - and we'd soon know about that.

If the heartbeat light is flashing, that's the TiVo's net connection being offline and will be the cause of the problem.

In which case, as per my previous post - you can either call in (but be specific that your online light is flashing) or wait here for staff to respond.

[Paul_DN]

Hi Rabsaccount,

Thank you for reaching out to us in our community and welcome, sorry to see you are facing issues with your TiVo box which is causing Pixilation's and also the on demand, I have been able to locate your account our end and can see some issues with the provisioning, so I can help further I will send you an invite into a private chat, once received please click on the purple envelope to accept?

Regards

Paul.

[Paul_DN]

Hey Rabsaccount,

Thank you for joining me in a private chat and clearing security, glad we were able to arrange a new package with up to date equipment, if you have any further issues or even a question please do not hesitate to reach back out?

Regards

Paul.